Adidas — Adidas Ultra boost purchased on 29 March 2023

Address:

adidas | FF-17, Viviana Mall Eastern Express Highway, Pokharan Rd Number 2, Subhash Nagar, Mumbai, Maharashtra 400606

Dear Team,
We would like to bring to your notice that we have raised a complaint against the product exchange or return as the shoe is not comfortable to wear the arc of adidas Ultra boost is not perfect to my son's foot hence we want to exchange or return the product. We did follow the T&C as per guidelines. Staff said they can't accept shoe as it's not in wearable condition. Initially they said product is out of exchange validity they misread the date and denied exchange but we hashow the original receipt then they said we can't exchange it maybe your kid wore the shoe in school but my son has proper uniform so why would he wear adidas shoe in school.

We are following up with the adidas team since last 19days but we haven't received any response to the email. The complaint raised in 12 Apr'2023 and product purchased on 29 April'2023. Post 12 April'2023 we had received email asking for detailed information about the product however we had provided the required details in initial email itself. After providing the details on 16 April'2023 we had received another email asking for inner lable but we didnt send the inner lable as we have kept the shoe in shop as they blamed us that my son wore the shoe in the school. I told them to coordinate with the staff for inner lable but we repeatedly received same email thrice on 17 & 18 & 19 April'2023 from 3 different CSA. I again asked them to coordinate with staff but they kept asking us to provide inner lable of the shoe. We agreed to provide the same and sent it to them on 25 April'2023. After providing all the requested details we are waiting for their response. We did send follow up email on 05 May2023 & 13 May 2023 but we haven't received any response yet.

I've attached all the documents for your reference and quoting the initial email for further clarity,

Many thank in advance.

Kind regards,
Resh1905

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Dear Team,

I would like to bring to your notice that I want to exchange or return the shoe Adidas Ultra Boost priced 18, 999/- I bought for my kid on 29 March 2023.
He is not comfortable with the product because of the shoe arc. We tried one size bigger in exchange on 03 April 2023 but the shoe isn't comfortable for him.

Yesterday on 11 April 2023 we went to a shop to address our concern and in return, we expected an appropriate response but the team was rude to us and they were not ready to cooperate professionally they made us feel very uncomfortable by gossiping in the corner rather attending us. They were not ready to pay attention so we had to talk to the store manager but she was not available to attend to us. They said the 30days validity of the exchange of the product is already gone, hence as per the policy we can't help you, we've asked to show the return policy but that also didn't happen so we left from there as we didn't see they were ready to help us. After some time we again went to the shop with the bill that time they said the shoe isn't in saleable condition, They said my kid has worn this shoe in school but my kid is having the proper school uniform why would he break the school rules by wearing Adidas Ultra boost shoe? They also said nobody will buy these shoes hence to their satisfaction I asked 3-4 customers to make out the difference but everyone said both the shoes look similar as the shoe sole has a stained pattern. Unfortunately, we don't have fancy carpet in the house which prevents dust from sticking to things, my kid tried the shoes in the house and they're saying it has become dirty, I want to understand different people are trying shoe and clothes in the shop and we try the same cloths and shoes tried by other people also return policy says about the cloths exchange that cloths can the returned or exchange in original packing and tag.

The process was very hectic we spent almost 2 hours in the shop but nobody offered us water or asked us to sit, they made us wait for a long time in an uncomfortable situation. We had been to Skechers and they have all the services at the front desk itself. Yesterday first time we felt that Adidas or maybe the shop located in Viviana Mall Thane West, Mumbai, Maharashtra, India. is not maintaining transparency with the customer. For every single thing person who was attending to us was going to the backend office to discuss things and even to get the original bill reference number they went inside, to compare the shoe bought by us with the in-house shoe they went inside. We are loyal customers of the brand for the past 15 years. This is the first time we've faced such treatment. I feel even if a customer is not buying a high-priced product still that customer deserves good treatment. A customer buying 500 rupees product is also giving the business. If the service is not good nobody cares what product the company is selling.

You can check the incident in CC TV footage but unfortunately, you'll not be able to hear our voices as the staff said you can't prove what discussion happened between us because you'll only see the pictures but it doesn't have audio recorder functionality. And on top of this, they called the mall manager and security as if we were robbing the shop. We belong to a decent family my family members are working with the State govt in a higher position, and my FIL is an IAS officer. But we don't take advantage of this.
I'm attaching the receipts for your reference to compare the product validity as the staff failed to read the date he said the product was bought on 04 March 2023.

We are looking forward to a favorable response.

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